Shafer to Speak on Customer Empathy at Conclave

Ross Shafer, a six-time Emmy Award-winning comedian and writer, is one of five speakers to present programs during the American Gem Society’s International Conclave to be held in Denver, Colo., April 25-28, at the Denver Marriott City Center. Shafer’s presentation will focus on customer service, a concept he refers to as “Customer Empathy.”

“Customer Empathy is the art of understanding a customer’s emotional state before, during, and after a transaction,” says Shafer. “And that understanding is what ensures long-term growth and loyalty.” His most recent book, The Customer Shouts Back! is a result of researching more than 1,000 customer complaints and illustrates how consumer expectations have changed dramatically in recent years.

Shafer will present techniques for implementing Customer Empathy and identify changes that will help win customers’ long-term loyalty. He will also share several examples of organizations that are experiencing record profits by using these principles.

Shafer has hosted several network talk and game shows; including “The Late Show” on FOX, “Days End” on ABC, “The Match Game” on ABC and “Almost Live” for Comedy Central. He is also very active in the corporate marketplace, having written and produced more than a dozen funny corporate training films on customer service, sales, and motivation.

In addition to presenting his Customer Empathy program, Shafer will serve as the host for “Access AGS,” a 24-hour-a-day source for American Gem Society, jewelry industry, and Conclave information, that will air throughout the 2007 Denver Conclave on the WAGS Channel as part of the Denver Marriott’s closed circuit television network.

Along with presentations, Conclave attendees can enjoy a fare by Gourmet magazine, a Fashion Show presented by Vogue, and an in-room educational event titled “Breakfast in Bed” sponsored by Wells Fargo Financial Retail Services. 

American Gem Society members can register for International Conclave 2007 at Non-members interested in attending should contact Wendy Stevenson via email at or by phone, toll-free, at 866.805.6500 extension 1018.